Planned change affecting many users.
WHAT TO ESTABLISH BEFORE IT BEGINS
What is changing, precisely Who is affected, and when What will differ for them What could go wrong How to reverse it
WHAT SUPPORT SHOULD PREPARE
Knowledge articles for the expected questions Guidance for users, issued in advance Extra capacity during the period A route for urgent problems
WHY EXTRA CAPACITY
Contact volume rises sharply, predictably.
WHAT TO COMMUNICATE TO USERS BEFOREHAND
What is changing When What they must do Where to get help
WHY BEFOREHAND
Unannounced change generates contacts that announcement would have prevented.
WHAT TO DO DURING
Record every issue, categorised Watch for patterns indicating a systemic fault Feed problems back quickly
WHAT TO DO IF A SYSTEMIC FAULT APPEARS
Escalate immediately and consider pausing.
WHAT TO PRODUCE AFTERWARDS
A summary of what arose, and what should be done differently.
WHAT TO UPDATE
Documentation, for the new arrangement.
